CH 1: Saftey and Professionalism

Question 1

Troubleshooting Theory:
core 1: (220-1001)

Consideration

Answer 1

Always consider corporate policies, procedures, and impacts before implementing changes.

Question 2

Troubleshooting Theory:
core 1: (220-1001)

First step - question the user

inquire regarding environmental or infrastructure changes

Answer 2

Identify the problem

Question 3

Troubleshooting Theory:
core 1: (220-1001)

Look at system logs

Answer 3

To identify problems

Question 4

Troubleshooting Theory:
core 1: (220-1001)

Step 2: Establish a theory of probable cause

Answer 4

Question the obvious

Look from airplane mode

Question 5

Troubleshooting Theory:
core 1: (220-1001)

Step 3: Test the theory to determine the cause

Answer 5

Take it out of airplane mode and walah

Question 6

Troubleshooting Theory:
core 1: (220-1001)

Step 3a: If the theory isn’t confirmed, re-establish a new one

Answer 6

Look at the problem from a different angle.

Question 7

Troubleshooting Theory:
core 1: (220-1001)

Step 3b: Escalate the issue, if necessary

Answer 7

Call in for some help.

Question 8

Troubleshooting Theory:
core 1: (220-1001)

Step 4: Establish a plan of action to both resolve the problem and to implement a solution.

Answer 8

Keep looking - until the user is happy

Question 9

Troubleshooting Theory:
core 1: (220-1001)

Step 5: Verify full system functionality and, if applicable, implement preventative measures.

Answer 9

Tell the user to take pc out of airplane mode and check for other things if necessary

Question 10

Troubleshooting Theory:
core 1: (220-1001)

Step 6: Documentation

Answer 10

Document findings, actions and outcomes

add to list of Lessons Learned

Question 11

Troubleshooting Theory:
core 1: (220-1001)

Step 1: Identify

Answer 11

Identify Problem

Question 12

Troubleshooting Theory:
core 1: (220-1001)

Step 2: Theory

Answer 12

Establish a theory of probable cause

Question 13

Troubleshooting Theory:
core 1: (220-1001)

step 3: Test

Answer 13

Test the theory to determine cause

Question 14

Troubleshooting Theory:
core 1: (220-1001)

Step 4: Plan

Answer 14

Establish a plan of action to resolve the problem and implement a solution

Question 15

Troubleshooting Theory:
core 1: (220-1001)

Step 5: Verify

Answer 15

Verify full system functionality and, if applicable, implement preventive measures.

Question 16

Troubleshooting Theory:
core 1: (220-1001)

Step 6: Document

Answer 16

Document findings, actions and outcome

Question 17

Troubleshooting Theory:
core 1: (220-1001)

ITTPVD -

I’d theorize that Test Plans Verify Documentation

Answer 17

ITTPVD

Question 18

What item is not likely to found in a tech’s toolkit

Answer 18

EMP - Electromagnetic Pulse - not a tool - it is a cause of problems

Question 19

A tech might use a voltage tester or or this tool to check power coming out of a wall socket

Answer 19

Voltmeter used to test wall power.

Question 20

The first step in troubleshooting is

Answer 20

Identify the problem

Question 21

After a problem is solved what is the appropriate next step.

Answer 21

Take preventative measures (including teaching the customer how to avoid the problem in the future).

Question 22

Replacing components

Answer 22

its part of problem solving - not something done after the problem is solved

Question 23

You need to identify a problem BEFORE

Answer 23

you SOLVE it

Question 24

Teaching jargon to customers

Answer 24

while fun is not necessary